Assistant Manager- Incident Management

Everise India BPO Services; Delhi; Presencial; INR 1.800.000 - 3.000.000; Tempo integral

Resumo da vaga

Everise India BPO Services in Delhi seeks a Lead / Manager for the NOC and Incident Management to oversee 24x7 network operations, monitor infrastructure, and coordinate incident responses.

You will drive problem management, root-cause analysis, and cross-functional coordination with vendors, clients and internal teams using ServiceNow and SolarWinds.

The role emphasizes leadership, runbook maintenance, proactive monitoring, and clear stakeholder communication in a high-availability BPO setting.

Qualificações

• 8 to 10 years of experience in IT infrastructure, NOC, or related support function.
• Operational experience supporting 24x7, high-availability environments.
• Strong experience in Incident and Problem Management.
• Good working knowledge of LAN/WAN, TCP/IP, DNS, DHCP, routing and switching.
• Excellent stakeholder communication with technical and non-technical audiences.

Responsabilidades

• Lead day-to-day NOC operations for a 24x7 BPO environment.
• Own and coordinate Priority 1 and 2 incidents to service restoration.
• Identify recurring issues and drive RCA and preventive actions.
• Coordinate troubleshooting across infrastructure, network, security and vendor teams.
• Guide engineers, maintain runbooks, and improve incident processes.
• Provide timely updates to stakeholders and ensure accurate documentation.

Conhecimentos

NOC Operations

Incident Management

Problem Management

Networking

Communication

Team Leadership

ServiceNow

SolarWinds

Formação

Bachelor's degree or diploma in IT/CS/Engineering

Ferramentas

ServiceNow

SolarWinds

Descrição da vaga

Requisition Details

Type Full-time

Business Function Global Information Technology

Role Level Lead / Manager

Department IT Operations / Network Operations

Work Arrangement 24x7 rotational / business requirement

Business Justification

This position is required to strengthen 24x7 monitoring, major incident coordination, service restoration and recurring-issue prevention for infrastructure supporting BPO client operations. The role will provide a single operational lead for high-impact network and connectivity incidents, improve stakeholder communication, and drive disciplined Incident and Problem Management using ServiceNow and SolarWinds.

Position Summary

The NOC & Incident Management Lead will oversee Network Operations Centre activities and coordinate resolution of infrastructure and connectivity incidents affecting business operations and client services. The role requires practical knowledge of LAN, WAN, firewalls, endpoint connectivity and monitoring, together with strong experience in Incident Management, Problem Management, ServiceNow ticketing and cross-functional coordination.

Key Responsibilities

NOC Operations and Monitoring

• Lead day-to-day NOC operations supporting a 24x7 BPO environment.
• Monitor network and infrastructure availability through SolarWinds and other approved monitoring tools.
• Ensure alerts are validated, prioritised, assigned and tracked to closure.
• Maintain effective shift handovers, escalation discipline and operational reporting.
• Identify service degradation early and coordinate preventive action before business impact increases.

Incident and Major Incident Management

• Own and coordinate Priority 1 and Priority 2 incidents from identification through service restoration.
• Open and lead incident bridges, assign actions and engage the required technical, vendor, business and client teams.
• Assess business impact, establish priority and provide clear, timely stakeholder updates.
• Maintain incident timelines, decisions, ownership and recovery actions in ServiceNow.
• Conduct post-incident reviews for significant outages and ensure follow-up actions are completed.

Problem Management

• Identify recurring or high-impact infrastructure, network and connectivity issues.
• Initiate and manage Problem records, Root Cause Analysis and corrective action plans.
• Track permanent fixes, known errors and workarounds through completion.
• Analyse incident trends and recommend monitoring, process and automation improvements.

Network and Client Connectivity Support

• Perform initial diagnosis of LAN, WAN, firewall, VPN, internet, DNS, DHCP, latency, packet loss and endpoint connectivity issues.
• Isolate the likely failure domain and engage the correct infrastructure, network, telecom, security, application, endpoint, vendor or client team.
• Coordinate troubleshooting for BPO client connectivity across delivery centres, cloud environments, client networks and service providers.
• Communicate technical findings in clear business language, including user, site and client impact.

Team and Process Leadership

• Guide NOC engineers and support teams during incidents and daily operations.
• Maintain runbooks, troubleshooting guides, escalation matrices and major incident procedures.
• Coach team members on structured troubleshooting, ticket quality and stakeholder communication.
• Support service reviews with incident trends, corrective actions and operational performance data.

Candidate Requirements

Experience

8 to 10 years of experience in IT infrastructure, NOC, network operations, service operations or a related support function.

Operational Environment

Demonstrated experience supporting 24x7 operations, preferably within BPO, contact centre or another high-availability production environment.

Incident Management

Strong experience managing high-priority incidents, major incident bridges, escalations, stakeholder updates and service restoration.

Problem Management

Experience in recurring incident analysis, Root Cause Analysis, known errors and corrective action tracking.

Networking

Good working knowledge of LAN, WAN, TCP/IP, DNS, DHCP, routing and switching fundamentals, internet circuits, VPNs and firewalls.

Endpoint Support

Practical experience troubleshooting endpoint network access, Wi-Fi, VPN and related connectivity issues.

Tools

Strong hands-on experience with ServiceNow Incident and Problem Management and SolarWinds network monitoring.

Communication

Ability to communicate technical issues, business impact, recovery status and risks clearly to technical and non-technical stakeholders.

Education

Bachelors degree or diploma in Information Technology, Computer Science, Engineering or a related field. Relevant equivalent experience may be considered.

Preferred Certification

IT service management, networking or infrastructure operations certification is desirable but not mandatory.

Core Competencies

Structured troubleshooting and analytical thinking Calm and decisive incident leadership

Strong ownership and follow-through Cross-functional and vendor coordination

Clear client and stakeholder communication Prioritisation in a 24x7 environment

Accurate documentation and reporting Continuous improvement mindset

Indicative Success Measures

• Service availability and monitoring effectiveness
• Incident acknowledgement and service restoration performance
• Major incident process compliance and communication quality
• Reduction in repeat incidents and timely Root Cause Analysis completion
• Closure of corrective and preventive actions
• ServiceNow ticket quality, ownership and ageing
• Monitoring alert quality and reduction of avoidable business-impacting incidents